Dealing with Difficult People and Situations

Introduction:

This one-day course provides you with an extremely insightful and practical guide on how to manage yourself, and the difficult people and situations that you encounter in your workplace. It will provide you with tips and techniques to enable you to develop the confidence to be proactive and not reactive when challenged by people and circumstances. You will learn how to understand other people’s behavior and how to respond appropriately.

If you are looking to develop a more confident approach when dealing with difficult people and situations, this short course will give you the tools and techniques you need.

Course Objectives:

• Understand the theory behind workplace behavior.
• Forge positive working relationships with difficult or uncooperative individuals.
• Approach conflict situations with increased confidence, in an appropriate and timely manner.
• Adopt a confident, professional and appropriate style when faced with difficult people or situations.
• Plan your personal strategy for dealing with difficult situations.
• Provide you with tips and techniques to deal with difficult people and situations and build confidence.

Course Content

• Developing an understanding of behavior
  • Understand why people behave the way they do
  • Emotional impact of behaviors – yours and theirs
  • Encouraging others to change non-productive work behavior style
• Forging positive working relationships
  • Adopting a positive approach to your relationships with others
  • Creating an open and honest working environment through constructive feedback
• Managing difficult people
  • Recognize negative and aggressive behavior patterns
  • Understand and manage the situation rather than the person
  • Identifying and dealing with the underlying causes of difficult behavior
• Adopting a confident, professional and appropriate style
  • Managing feedback on the impact of personal communication
  • Recommendations to build a confident and professional approach
  • A toolkit to be combined and adapted to suit your individual situation
• Planning your personal strategy
  • Develop a personal application plan

This course will include a video of the CEO presenting on flipchart the key learning points of Dealing with Difficult People and Situations, and key actions to develop in your role and your career. The aim is to greatly increase the learning outcomes.

Measurement of Progress

Each team member completing this course will complete a post questionnaire or test to measure level of understanding. Once a 75% and above success is achieved a successful completion certificate will be generated. Post training reviews will be provided either by a Video Conference or a report depending on the requirements set by the customer, which will monitor progress, and reflect on the learning, and positive feedback.